Customer Support Analyst

CUSTOMER SUPPORT ANALYST

Reading/Hybrid working

£25-28k

Our client who was founded in 2011 when an experienced group of international procurement leaders noticed a gap in the market for online practical-based education, made by professionals with real-world experience.

They embarked on creating unique, high-impact and personalized learning journeys created to improve core skills needed in these roles – efficiency, resourcefulness, and overall performance.

PURPOSE OF THE ROLE

The Support Officer is a functional role designed to work at the heart of the customer request. The allocation will be to work in the Support team analysing tickets and cases and looking for resolution to those cases. You will be equipped to deal with the maintenance of customer learning plans, analysing progression reports, assisting other parts of the Skill Dynamics business to understand data, fix anomalies and generally help the team hits its team Key performance Indicators (KPI’s).

RESPONSIBILITES

• To deal directly with customers either by telephone, e-mail or via video calls.
• To respond promptly to customer enquiries and requests on tickets that will be logged through Hubspot, our CRM tool.
• To handle and resolve customer complaints, then escalating to senior management when a resolution cannot be identified, all within agreed KPI guidelines.
• To obtain and evaluate all relevant information to maintain quality befitting of a world class support service.
• To prepare, analyse and distribute customer activity reports relating to learner progression and completion.
• As part of the Support Team, to communicate and co-ordinate with internal departments

SKILLS & EXPERIENCE

• • Ideally at least 1 year + in a customer facing Support role
  • Proven track record in achieving targets and goals set by managers
  • Initiative, drive and enthusiasm to overcome obstacles or heavy workload
  • Excellent communication skills, both verbal and written
  • English speaking and other languages a benefit
  • Appreciation of technical platforms is an advantage
  • Microsoft conversant and able to use ‘Word’, ‘Excel’, ‘Powerpoint’
  • Previous experience using a CRM system and advantage

The company offers hybrid working and  benefits including:

25 days annual leave, pension, medical insurance, life insurance and shadow equity in the business